Urgent care – experiences in York, Scarborough, Selby and Malton
Download (PDF 1.26 MB)Summary of report content
Between May and July 2023, Healthwatch York and Healthwatch North Yorkshire ran a survey about people’s experiences of urgent care. They also talked to people waiting at the four Urgent Treatment Centres (UTCs) in York, Scarborough, Selby and Malton. In total they heard from 391 people.
This research built on four previous studies carried out between 2019 and 2022. Healthwatch found that some of the themes in their previous reports above still remain, particularly issues with accessing same day GP services and concerns about communication. Accepting the significant challenges facing general practice, (despite more appointments being released than ever, demand continues to outstrip Urgent Care 3 supply) this is clearly still having an impact on urgent care. Those they spoke to at the UTCs who tried to contact their GP had been signposted to the UTC or had not been offered a same day appointment. Some people reported that they have given up trying the GP and now use the UTC as a default for urgent care.
Healthwatch found that more people are willing to try alternative options, particularly NHS 111, before going to the UTCs. Issues with communication continue both in terms of details about what is available and when (eg what services UTCs offer and at what time) and information provision about waiting times once at a UTC. There is also a need for better communication between services
While some people did mention continuity of care and travel issues in getting to the UTCs, these were not significant in the 2023 feedback. Healthwatch did find that patients are able to choose between urgent and emergency care. Many attended the UTC specifically to see a GP quickly. What it does show is that people are more accepting of waiting times at UTCs and are extremely grateful that the services exist and for the skill, helpfulness and positive attitudes of staff. Healthwatch North Yorkshire staff and volunteers found the UTC difficult to navigate in Scarborough. This could indicate that patients would have similar issues in identifying whether they should go to A&E or the UTC and which service they are waiting for.
The research also found that people are more willing to try digital options for minor illness; something that was not explored in earlier studies.